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How to reset a user's MFA

When someone has lost, replaced, or wiped the device with their authenticator app on it, an Account Administrator can reset their MFA as follows:

  1. Open the user's profile on the Clickatell portal.

  2. Select Reset MFA.

  3. Confirm using your own current MFA code. This step exists so that a hijacked administrator session cannot quietly reset other people.

  4. The user's authenticator and email backup are cleared, and all of their trusted devices are revoked.

The user enrols again from scratch at their next sign-in, and is notified by email that their MFA was reset.

Resetting a user's MFA does not exempt them from using MFA. MFA remains active for the account.

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